Home-Based Customer Support Representative

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Number of Openings: 1 Hiring Priority: Active Hiring We are looking for a Home-Based Customer Support Representative to join a growing U.S.-based company in the promotional products industry. In this role, you will provide front-line customer support through live chat and email, assisting customers with platform-related inquiries, troubleshooting basic issues, and delivering an exceptional customer experience. You will play a key role in resolving customer concerns, documenting interactions, and collaborating with internal teams to ensure timely and accurate support. REQUIRED CORE COMPETENCIES - Communication: Highly proficient in spoken and written English; Spanish fluency is a plus - Customer Orientation: Dedicated to providing outstanding service to clients and members - Problem Solving: Analytical thinker who identifies issues and implements practical solutions - Attention to Detail: Maintains accuracy in documentation, reporting, and communication - Professionalism: Demonstrates integrity, confidentiality, and respect in all interactions - Time Management: Manages multiple service cases and meets performance goals under pressure WHAT YOU WILL DO - Provide front-line customer support via live chat and email. - Staff will provide front-line customer support on behalf of commonsku via live chat and email, handling inbound support requests from commonsku customers. - Responding to customer inquiries submitted via live chat and email through commonsku’s ticketing systems. - Providing how-to guidance, basic troubleshooting, and directional training on the commonsku platform. - Escalating tickets that require deeper investigation or relate to a suspected system issue or bug to the appropriate commonsku internal team member. - Communicating with commonsku teammates via Slack for internal coordination and escalation. - Perform ad hoc duties as assigned. WHAT WE LOOK FOR - Education: Bachelor’s degree in Communications, Marketing, Business Administration, or a related field - Experience: 1–3 years of experience in Customer Service, Client Services, Technical Support, or related roles. - Language Proficiency: Excellent written and spoken English; Spanish fluency is a plus - Schedule: Must be available to work U.S. CST hours (night shift in PH time) - Mathematical Skills: Basic math and calculation skills are required - Technical Skills: - Proficient in HubSpot, Gmail, Slack, and the commonsku platform (or similar CRM/help desk platforms). - Comfortable using AI tools such as ChatGPT or Claude to improve productivity. - Strong written communication skills for live chat and email support. - Ability to meet service-level response times and manage multiple customer conversations. (Email: First response within 6 working hours of receipt; and Live Chat: First response within 4 minutes of chat initiation.) WHAT WE OFFER - Salary Range: PHP 30,000 – 33,000 - Industry: Promotional Products - Job Type: Full-time - Work Shift: 8:00 AM – 5:00 PM EST (USA) - Workdays: Monday through Friday (USA) BENEFITS OF WORKING WITH US - Industry-leading salary packages - Permanent work-from-home setup - Company equipment provided - Internet stipends upon regularization - HMO Coverage - PTO credits and service incentive leaves - Major spring and winter company live events - Monthly employee appreciation virtual events - Company-provided career skills training courses - A company culture focused on your personal and professional growth WHO WE ARE DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. At DCX, our co